Applebee's

On February 18, 2020 my husband ordered dinner and to be picked up via carside service. The boy who took the order never mentioned that the cameras were broken at the Cranston RI Applebees location when we arrived to pick up the food. I didn't have a problem if I was told that the camera's were not working and needed to go inside to pick up. Both my husband and I waited 20 minutes outside after calling the restaurant as stated on the sign in the parking lot to call if waiting more than 1 minute. We called after waiting 10 minutes. When I went into the restaurant after 20 minutes of still not getting the food. I had to wait yet again. The order was made around 4:45 p.m. and told us 5:10p.m. order would be ready. When I swiped my card because now at this point I am in a rush my two young children were not happy in the car for as long as we waited I didn't know that the swipe machine to pay with my credit card automatically was set at 20% tip. I was in a rush and left. When I got home it infuriated me to know I just paid $7 and change for a tip that should not have been done as I had to go in and get my food. All the restaurant did was cook and pack the food. It is not right that the machine is automatically set to 20%. I feel bad for the elderly who probably don't know and see they automatically have it at 20%. It should be at 0 and up to the customer to give a tip.

When I called the manager named Matt who told me he had to call his IT person to reverse the tip. He stated to me he didn't know how to reverse the tip. I have worked the restaurant industry and as manager it pathetic that he didn't know how to reverse the tip on my credit card. He also seemed he really didn't care when I told him you should be telling customers your cameras are not working and to come in to pick up as we have done for years before carside pickup started. As a person who works with the public on a daily basis I feel that managers need more training and should have been more sympathetic especially as I had 2 small kids in the car and ordering from Applebees last night was suppose to be convenient that became inconvenient. The manager Matt did call me back as I told him to when they finally figured out how to reimburse me. I will not be returning to this establishment as they seem not to know what they are doing.

Sincerely,

Gina Molina